Complaints

This profile includes complaints for American Income Life Insurance Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Income Life Insurance Company has 308 locations, listed below.

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  American Income Life Insurance Company

  3700 S Stonebridge Dr McKinney, TX 75070-5934

  
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  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

  9121 Anson Way STE 200 Raleigh, NC 27615-5857

  
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  American Income Life Insurance Company

  8321 E 61st St STE 221 Tulsa, OK 74133-1911

  
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  American Income Life Insurance Company

  901 Mountain Creek Rd STE 100 Chattanooga, TN 37405-4645

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early April 2023 my husband and I applied for whole life insurance together, spent hours on a video call discussing plans. We chose a plan and set up payments from my husband's bank account. The ********************** wanted a blood sample from my husband, they came to our home 3 times and were unable to draw his blood. In July 2023, money was refunded to my husband's acct, a week or two later we received a letter that our policy was cancelled. In October my husband noticed that the company continued to take $22.14 from his account each month. He had called to complain and they stated they continued the policy on me, but not him. We expressed that we had no knowledge of this and asked them to cancel the policy and refund the money. They said they couldn't refund the money because we signed an agreement for the policy. We NEVER signed ANYTHING. They also stated in order to cancel the policy they would need a signed cancelation form, which they would mail out to us. My husband placed a "stop payment" with his bank. We waited 2 weeks and did not receive the letter. I did get multiple phone calls a day from the company asking me to set up a new payment method. I spoke with customer service and they assured me the letter was on the way, however, they never even asked my name or address. 2 more weeks went by and I called again to find out they never mailed the letter. I received it 11/24/23, I signed it and mailed it back same day. The daily calls asking for payment continued, as well as offers to upgrade my policy etc. I have explained numerous times I want nothing to do with the company. Someone even made an appointment on my behalf after I said I wasn't interested. I asked to be put on a no call list, and I blocked every number they've called from. It is now 3/8/24 and I am receiving texts stating my payment method is not valid and to sign a link to get my policy back. This is harassment. I am also concerned as to why they are still attempting to charge my husband's account.

  Business Response

  Date: 04/05/2024

  We would like to thank the insured for contacting our office regarding this matter.  The last premium drafted on policy ******** was September 13, 2023.  As a courtesy, policy ******** has been cancelled as of the date of issue to coincide with the declined application(s).  A refund in the amount of $132.84 was processed on 04.02.2024 by check.  Please allow 7 business days for receipt of the refund.

  Customer Answer

  Date: 04/05/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had policies with this company for over 8 years. Until last year, I was informed how much I was overpaying. I was paying $46 dollars a month for $30,000 of coverage. Even 8 years later at an older age, I found a new company to get me $250,000 for $21 a month. That was my initial red flag for this company. It's my own fault for not searching around earlier.Now, for the last SIX MONTHS I have been trying to cancel my policy. I have called in *************** I have filled out paperwork, nothing seems to give. They just straight up will not cancel my policies. I had to go as far as stopping all payments, because they were still charging me even after I had canceled for the 3rd time. I'm now up to half a dozen times trying to get them to stop my accounts and they just plain won't. Mail after mail saying I'm delinquent now. Unbelievably bad customer service.Over the course of my 8 years, I have never once had representative stop at my current home. At one point I had moved away and the company had reached out and did an at home assessment. At that time they told me, they were required to meet with me once a year. That was the 1 and only time in 8.5 years I have encountered anyone. This is a money hungry company that I would 100% not recommend. Stay Far Away!

  Business Response

  Date: 03/15/2024

  We would like to thank *********************** for reaching out to us.  We located 3 policies (13350122/23 and ********) which will be cancelled/surrendered as requested.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I were told we would be covered for $225,000 dollars each on a life insurance policy and $300,000 if accidental death and a death benefit to our funeral home, for $273 monthly. This started in Oct of 2023. The agent was aware my husband had reacurring cancer. I was called today and told I was the only one insured and only for $32,500! The agent also told us he was thought the VA , which my husband had just started going to. We are on SS and are devastated. Could not afford 2 policies so we dropped our old one foolishly. My husband is not even insured. And we can not get life insurance on him now! This is shameful to do this to people, pretending to be associated with the VA. And I want everyone to know about it!!!!!!!

  Business Response

  Date: 03/15/2024

  This matter is under review.  A response will be provided when completed.

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had cancelled our life insurance and they had, for months after, continued to charge us, lying about not receiving a mailed copy or cancelling our policy, and ignoring all emails relating to this just to continue to charge us. They are also calling family members to harass us further.

  Business Response

  Date: 03/15/2024

  Our office has reached out directly to the insured to confirm which policies should be cancelled or surrendered.

  Customer Answer

  Date: 03/20/2024

  I have reviewed the business response and accept this resolution. Should they contact me again without solicitation, I will of course lodge another complaint, and consider elevating to contact with law enforcement.

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2023 told them I was no longer employed and wanted to terminate policy. They recorded that but continued to withdrawal from my bank account. Called and requested again and continually get statements in mail saying I owe balances. Say they got my cancelation last year but still constantly call and harass me about owing them money for a policy I canceled $82.67 x 12 months

  Business Response

  Date: 03/15/2024

  Our office would like to thank *********************** for reaching out to us.  Policy ******* will be surrendered as of July 2023 and policy ******** will be cancelled as of July 2023.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Multiple attempts to contact the company via phone to make changes to policy have resulted in wait times of an hour on average, with the call being disconnected at the end of each call. No ability to get in contact with my "Agent" ("*********************") who has a voice mailbox that is perpetually full. There is no way to make changes on line. Sending mail gets no response. This company is literally a black hole. The application was completed on line - there should be a way to cancel ******************. Trash company.

  Business Response

  Date: 03/08/2024

  We would like to thank ***************** for contacting our office.  Our records show multiple phone calls between ***** and our corporate office.  On March 5, 2024 the insured requested cancellation of Whole Life policy 18205400.  The policy was removed from bank draft at that time, leaving a paid to date of March 1, 2024.  This policy has no cash value.

  The bank draft was also cancelled on Term Life policy 18205381.  If the insured wishes to keep this policy in force, we can reinstate the bank draft.  Please have her contact me at ******************.

  I have reached out to the office of independent State General Agent *****, and requested that their office contact ***** directly.  She is also welcome to contact me for any questions she may have.

• Initial Complaint

  Date:03/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel a life insurance policy for almost two years while trying to get the cash value out of the policy. The business has made if impossible to cancel the policy to begin with, and now get the cash out. In 2015 my wife and I took out a disability policy on our incomes. We were divorced in 2016, but the auto payment was coming out of my checking account. I spoke to several reps trying to get the policy cancelled, but was always referred to a number that no one answered, or told they would send me a form I had to fill out. The forms never came. When I finally sat on hold for almost two hours they did give me a policy number, but still said I had to send in a form and they would not cancel the policy without a wet signature. I had to ask for the form twice because it never came. After cancellation I got about half of the cash value they told me about and was still having money taken out of my account. After another 1.5 hour hold, I spoke to someone who said my ex wifes policy was still active under a different number than mine. I was never advised there were two policies, even after expressing that this was the main reason I was cancelling. I was told I could not cancel the policy, she had to do it. I put a stop payment on my bank account. My ex wife has now sat on hold numerous times for hours of her time trying to cancel only for them to tell her theyd send a cancellation form which she has never received. The company is now taking money out of the cash value to pay the premiums that we have both expressly told them we want to cancel and they are hindering our ability to send their required paperwork by failing to mail it, and sending us to unmanned or wildly understaffed cancellation lines. Lastly, I understand they are doing what the contract says, but I believe they a purposefully making it as difficult as possible to actually cancel the policy in an effort to not payout the cash value.

  Business Response

  Date: 03/22/2024

  We would like to thank ************** for allowing us to respond.  Our records show that ************** called our office on January 29, 2023 and requested the cancellation of his life policy, the policy was removed from bank draft to prevent his account being drafted while in the cancellation process and a cancellation form was mailed to him to be completed and returned to our office for processing.  ************** called again on February 22, 2023 and stated that his wife thought the cancellation form was junk mail and shredded it and requested that another form be sent.  A new cancellation form was emailed to ************** which was completed and returned to our office and his life policy was cancelled and a check for the available cash value sent to ************** on March 20, 2023. 
  
  ************* called our office on November 19, 2023 with a request to cancel the accident coverage but decided to keep it active after being explained the benefits of the policy and sent him a duplicate contract of the accident policy on November 24, 2023.  During this call ************** confirmed that there was active coverage for his ex-wife and was informed that she would need to call our office directly to cancel her coverage since she is the owner of the policy.  ************** called our office on December 3, 2023 and requested the cancellation of her policy, the policy was removed from automatic bank draft and a cancellation form was sent to her to be completed and returned to our office.  ************** called our office on February 13, 2024 to request a new cancellation form and the form was emailed to ************** confirmed email address with an additional cancellation form being emailed on March 4, 2024.
  
  Since a completed cancellation form has not been received from ************** the policy has continued to bill directly to her home address.  In accordance with the terms of the policy contract, if a premium is not paid and there is sufficient accumulated cash value the past due premiums will be paid from the cash value creating a loan against the policy which is what has taken place.  In an effort to resolve this situation we have reversed all automatic premium loans placed against the cash value of her policy and have reached out directly to ************** regarding the cancellation form.Once the form is received her policy will be cancelled for its full cash value.
  
  Since ************** accident policy does not accumulate cash value, we have forgone the cancellation form for this policy and have cancelled it effective March 14,2024.  A letter acknowledging the cancellation will be mailed directly to his home address. 
  
  We hope to have addressed ************** concerns. 

  Customer Answer

  Date: 03/25/2024

  If these cancellation forms ever arrive, I would accept their response. I spoke to my ex-wife yesterday who said she is still waiting to receive a form and was told it could take 2 to 3 weeks to receive.

  
  

  The intent of my complaint was to express my frustration with the roadblocks this business has placed in allowing me to cancel the policy. They have refused to email forms or use DocuSign, and representatives have told me to call different phone numbers to do what needs to be done. Those phone calls often take over an hour of hold time to reach anyone. 
  

  As of now, we are still waiting for that last cancellation form.  Once received, this case should be closed.

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sat through a presentation at the beginning of February to recieve no-cost benefits from my union (which took a month & several phone calls to recieve.). I did fill out a additional application for life insurance with an agent. After evaluation of insurance I have I decided I did not need that life insurance. As of February 29th 2024, they have charged my bank account once. I do not have an official policy & do not have a policy number, I am still in the application process. When I got a call to verify my application information, I ask for my application to be withdrawn. They said they could only make a note & an agent would reach out to me. About a week later. I tried to reach out to the agent I filled out the application with & left a message. 2 weeks after the application review a different agent reached out, but was trying to get me to it through another sales call because there was not a note they I already have. I told her the complaint & asked again for my application to be withdrawn. She said only the orginal agent can do that & she will reach out to him. The orginal agent reached out right after that phone call & said I had to set up a Zoom call to fill out the cancel paperwork. I set an appointment on the phone Thursday Feb. 29, 2024 at noon. I never received a zoom link, email, or phone call. That was the last straw. I was dismissed, thrown around, & stood up. I want my application to be ************** bank to stop being charged asap!

  Customer Answer

  Date: 03/17/2024

  I have received an email & an official letter stating that my application had been withdrawn & I should be getting a refund soon. I'll update after I receive the refund & have guarantees that they have stopped charging my bank account. 

  Business Response

  Date: 04/10/2024

  We would like to thank ********************************* for reaching out to us regarding this matter.  Our records show that a refund in the amount of $107.84 was deposited to her bank account on March 18, 2024.

  Customer Answer

  Date: 04/11/2024

  I have reviewed the business response and accept this resolution. I have received a full refund from the American Income Life and there has been no additional attempts at pulling money from my account.  

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother trusted this company. I was contacted and told, if anything happened to my mother she was covered and just to contact them and they will take care of the rest. Unfortunately it was the complete opposite!!! After all the information and paperwork I sent it A.I.L havent helped or did anything on their behalf!! Good luck with these people!

  Business Response

  Date: 03/06/2024

  We would like to thank ************** for reaching out to use.  If she will provide us with her mother's name, address and policy number we will review this matter.  ******************

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dad has paid this company since 1979, for life insurance. He is now 80 years old and requested the pay out for the policy. They sent the paperwork and it was filled out and sent back. There were 2 policies one to be canceled and one to have the pay out. They said they did not receive any paperwork. We called them back and they emailed us the forms and they were filled out and faxed back. We contacted them again after this, and now they say they need social security numbers from Dad. It takes 35 to 45 minutes on hold before we get to speak with anyone so they are hoping that you will hang up before you get to someone. Dad is getting agitated with the run around. He paid into this company since 1979 now they hope they will not have to give him what he is owed.

  Business Response

  Date: 03/06/2024

  We appreciate *********************** reaching out to us about this matter.  However, there is no information to identify the insured. Please provide the insureds name, address and policy number so that we can review this matter further.